Let me start by saying, the customer service is terrible. They do not look to resolve issues. I had ordered a bag of green juju and a gut health formula. They crammed my bag of dehydrated food into such a small box that it was crumbled more than normal. I asked if I could exchange it. I wanted a return label and wanted a new one that wasn't so crushed. I had ordered from other companies before and it was never so crushed. They refuse to exchange it. So now the credit card dispute will come bc I didn't get what was ordered. I didn't ask for mostly crumbs.. After opening it. It looks darker like moisture going it. All the air was out of the bag, so somewhere there is a hole in the bag. The bag is 9 Β½ h x 9 l. The box is 8 x 6. Please how does that make sense. It was squished in the box. Never again
Hi Ellena,
Thank you for taking the time to share your experience. We are sorry to hear how frustrating this situation was for you, and we appreciate you reaching out to voice your concerns.
After carefully reviewing the photos you provided via email, including the image of the product inside the packaging, we want to clarify that the food shown appears to be in normal condition for freeze-dried raw. Freeze-dried food is naturally lightweight and porous, and some settling can occur during transit. The pieces shown in your photo are consistent with standard freeze-dried pellets and do not indicate abnormal crumbling, and no signs of spoilage, moisture exposure, or a packaging defect. The product remains safe, shelf-stable, and nutritionally intact.
We understand that packaging expectations can vary, and we have shared your feedback regarding box size and packing with our team as part of our ongoing efforts to improve the shipping experience.
Because the product itself was intact and within normal standards for freeze-dried food, we were unable to approve a replacement or refund in this case. We understand this was not the outcome you were hoping for, and we regret that it led to disappointment.
Thank you again for bringing this to our attention. We wish you and your pet all the best moving forward.
Warm regards,
PAWDEGA Customer Care Team
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